At DataMax AI, we're looking for a Customer Experience Cloud & AI SME to spearhead the creation and optimization of intelligent self-service solutions. You will lead the design, development, and integration of AI-driven automation across Salesforce and external platforms, working directly with clients to transform their customer experience.
What You'll Do
- Design, configure, and enhance customer self-service portals using Salesforce Experience Cloud.
- Implement self-service automation and AI-driven workflows to improve customer interactions.
- Develop and optimize AI-driven virtual agents within Salesforce and on external platforms.
- Utilize Einstein AI, NLP, and machine learning to enhance case deflection and automate customer support.
- Implement Conversational AI chatbots integrated with Live Chat, WhatsApp, and external messaging platforms.
- Work with Salesforce Flow, Omni-Channel Routing, and Process Automation to optimize service operations.
- Integrate self-service portals with third-party AI tools, RPA solutions, and external APIs.
- Act as an AI & Experience Cloud subject matter expert, guiding clients through their AI and automation journey.
- Work directly with customers to understand their challenges and tailor AI/self-service solutions.
- Provide training and mentorship to businesses on how to adopt and maximize AI-driven self-service portals.
- Use Salesforce Data Cloud and AI analytics to drive data-backed automation improvements.
- Continuously monitor AI agent performance and customer engagement metrics to optimize processes.
- Stay ahead of emerging AI and Experience Cloud trends, ensuring modern solutions.
- Work with internal teams to align AI automation with business and customer service objectives.
- Evaluate and integrate new AI and automation tools to enhance customer experience.
What We're Looking For
- 2+ years of experience in Salesforce Experience Cloud & Service Cloud (or equivalent self-service portal expertise).
- Hands-on knowledge of Einstein AI, NLP, chatbot development, and automation workflows.
- Experience with Salesforce Flow, Omni-Channel Routing, and case automation.
- Familiarity with third-party AI, automation, and chatbot platforms outside Salesforce.
- Knowledge of API integrations, RPA, and machine learning-driven automation.
- Passionate about customer experience, AI, and digital transformation.
- Comfortable working directly with clients, understanding their self-service & AI needs.
- Strong problem-solving and analytical skills to build impactful automation solutions.
- Excellent communication & presentation skills, able to mentor and train customers.
- Ability to learn quickly and stay updated on the latest AI and self-service technologies.
Technical Stack
- Salesforce Experience Cloud, Salesforce Service Cloud
- Einstein AI, NLP, Chatbot development
- Salesforce Flow, Omni-Channel Routing
- Third-party AI platforms, Automation platforms, Chatbot platforms
- API integrations, RPA
Team & Environment
You will join the AI & Service Cloud Development department, reporting directly to the director of R&D.
Benefits & Compensation
- Remote work flexibility with a global team.
- High earning potential with a competitive salary and performance-based commission.
Work Mode
This position is global. You can work remotely from anywhere, or from our offices in the UAE or Portugal.
DataMax AI is an equal opportunity employer.
